Senior Director, Premium Membership Services - Nashville Soccer Club (Nashville · TN)

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Ticket Sales and Services: Premium/Suite Sales
Senior Director, Premium Membership Services
On Dec. 20, 2017, Nashville Soccer Club became the 24th organization to be awarded an MLS club. In its inaugural MLS season, Nashville SC defeated expectations by becoming the second MLS expansion side to win and advance to the Conference Semifinals in the 2020 Audi MLS Cup Playoffs. In the club’s sophomore season, Nashville SC qualified for the 2021 Audi MLS Cup Playoffs after becoming just the seventh team in MLS history to go unbeaten at home in a season. Nashville SC is set to move into its new and permanent state of the art stadium in 2022, which will be the largest soccer-specific stadium in the United States at 30,000 seats.

Position Summary
The Senior Director, Premium Membership Services is responsible for strategy and execution of Premium Season Ticket Member retention plans, leading a team of Premium Membership Services Account Executives, and providing superior customer service to all Premium Season Ticket Members including Suites, Loges and Club seats members. A proven track record of high level of customer service, growing current revenue streams through service selling and upgrades, contract management, training and career development of service representatives will be critical. The Senior Director, Premium Membership Services will report to the VP of Ticket Sales and Service and will be responsible for developing and implementing initiatives designed to meet or exceed the annual sales goals set forth by senior leadership. 
 
RESPONSIBILITIES 
  • Develop strategy, planning and execution of a premium ticket renewal/ contract extension campaign 
  • Develop a measurable touchpoint program within Salesforce system, and metrics to consistently monitor progress 
  • Recruit, hire and train Premium Membership Services team
  • Lead Premium Membership Services team in a proactive outbound campaign 
  • Oversee the Club’s N Business membership program
  • Establish goals, benchmarks, and metrics to measure success 
  • Create reporting tools within current systems, and communications to upper management 
  • Oversee premium membership services team 
  • Create training/onboarding programs to share best practice, career development and a culture of learning and growth 
  • Establish weekly meetings with individual team members 
  • Plan and execute exclusive Premium Member events throughout the calendar year 
  • Create premium membership experiences by leveraging available assets including NSC game days, stadium events, away team trips and team partners 
  • Perform other duties as assigned

QUALIFICATIONS:
  • Minimum of five (5) years of experience in a service capacity with professional and/or collegiate sports team 
  • Minimum of three (3) years of experience in a leadership role in ticket service with professional and/or collegiate sports team 
  • Strong management and leadership skills with the ability to provide detailed direction to staff on the expectations for each campaign, as well as holding them accountable for what is expected 
  • A proven track record at providing an in-depth training program that both provides initial onboarding as well as sustained career development 
  • Bachelor’s Degree 
  • Proficiency in basic software programs (Microsoft Word, Excel, PowerPoint, Outlook)  
  • Proficiency in Ticketmaster Archtics or similar ticketing software a plus
  • Must be organized, creative, enthusiastic, analytical and possess excellent interpersonal skills
  • Understand the impact of culture on the workplace and adapt to the culture within the organization and office, while creating a complementary culture within the sales group that fosters success

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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